Assistant Call Center Manager

Hosack; O’Fallon (MO); On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

401(k)

Paid Time Off

Paid Holidays

Life Insurance

Short-Term and Long-Term Disability

Employee Discounts

Company-Provided Training

Job summary

Hosack Plumbing, Heating & Cooling is seeking an energetic Assistant Call Center Manager to lead our Customer Service and Dispatch teams. You will coach and develop staff, monitor KPIs, and ensure bookings meet high service standards.

This is a full-time leadership role reporting to the Call Center Manager and focused on improving scheduling and customer satisfaction. The position emphasizes strong communication, multi-tasking in a fast-paced environment, and collaboration with field technicians

Qualifications

• Experience in customer service, call center, or dispatch operations.
• Strong communication and organizational skills.
• Leadership or team lead experience preferred.

Responsibilities

• Help lead and support our CSR and Dispatch teams.
• Coach, develop, and hold team members accountable to performance expectations.
• Monitor daily call center activity and KPIs.
• Review customer calls and provide constructive coaching and feedback.
• Assist with scheduling and dispatching to maximize technician productivity.
• Identify opportunities to fill open spots on the schedule.
• Help ensure calls are answered, booked, and handled with a high level of customer service.
• Handle escalated customer situations and help find effective solutions.
• Assist with training and onboarding new CSRs and Dispatchers.
• Work closely with Service Technicians, Service Managers, and other department leaders.
• Help maintain strong communication between the call center and field teams.
• Manage and monitor lead sources, including Angi, Google Local Services Ads (LSA), and other lead-generation channels.
• Step in to lead the call center when the Call Center Manager is unavailable.
• Identify opportunities to improve processes, efficiency, booking rates, and the overall customer experience.

Skills

Customer service

Call center

Dispatch

Leadership

Coaching

KPIs

Tools

Angi

Google Local Services Ads

Job description

Hosack Plumbing, Heating & Cooling
$50,000/year | Full-Time | Monday–Friday

Ready to Take the Next Step in Leadership?

Hosack Plumbing, Heating & Cooling is looking for a motivated, people-focused Assistant Call Center Manager to help lead our Customer Service and Dispatch teams.

This is more than an office position. You’ll play an important role in the entire customer journey—from the first phone call to scheduling and dispatching the right technician to the customer’s home.

Working alongside our Call Center Manager, you’ll help coach and develop our team, improve daily performance, solve customer and scheduling challenges, and keep our field technicians productive and supported.

If you’re organized, confident, driven, and enjoy helping people succeed, this could be a great next step in your career.

Compensation

$50,000 annually

Schedule

Full-Time

Monday–Friday

7:00 AM–4:00 PM

On-call/after-hours expectations may apply based on business needs

What You’ll Do

As our Assistant Call Center Manager, you will:

Help lead and support our CSR and Dispatch teams

Coach, develop, and hold team members accountable to performance expectations

Monitor daily call center activity and KPIs

Review customer calls and provide constructive coaching and feedback

Assist with scheduling and dispatching to maximize technician productivity

Identify opportunities to fill open spots on the schedule

Help ensure calls are answered, booked, and handled with a high level of customer service

Handle escalated customer situations and help find effective solutions

Assist with training and onboarding new CSRs and Dispatchers

Work closely with Service Technicians, Service Managers, and other department leaders

Help maintain strong communication between the call center and field teams

Manage and monitor lead sources, including Angi, Google Local Services Ads (LSA), and other lead-generation channels

Step in to lead the call center when the Call Center Manager is unavailable

Identify opportunities to improve processes, efficiency, booking rates, and the overall customer experience

What We’re Looking For

We’re looking for a self-driven leader who takes ownership, solves problems, and keeps things moving.

The ideal candidate is:

Organized and detail-oriented

Positive and solutions-focused

Confident when making decisions

Accountable and dependable

Customer-focused

Comfortable coaching and developing others

Able to handle multiple priorities in a fast-paced environment

Willing to jump in and help wherever needed

Comfortable working with performance metrics and KPIs

Required

Previous customer service, call center, dispatch, or similar operational experience

Strong communication and organizational skills

Preferred

Previous leadership, supervisor, or team lead experience

Plumbing, HVAC, electrical, or residential home-services experience

Experience managing CSRs and/or Dispatchers

Experience with lead-generation platforms such as Google LSA and Angi

We offer a comprehensive benefits package that includes:

Health Insurance

Vision Insurance

401(k)

Paid Time Off

Paid Holidays

Life Insurance

Short-Term and Long-Term Disability

Employee Discounts

Company-Provided Training

Why This Role Matters

Our customers’ experience starts before a technician ever arrives at their home.

It starts with the person who answers the phone. It continues with the CSR who schedules the appointment, the Dispatcher who coordinates the right technician, and the field team that delivers the service.

As Assistant Call Center Manager, you’ll help make sure all of those pieces work together. You’ll support the people behind the phones, help keep our technicians productive, and ensure our customers receive the level of service they expect from Hosack Plumbing, Heating & Cooling.

If you’re ready to grow into a larger leadership role and want to build your career with a growing plumbing, heating, and cooling company, we’d love to meet you.

Location: 110 W Pittman St. O'Fallon, MO 63366

#MOTRADES